Customer Support Specialist

BUSINESS

Lyssé has a patented waistband that anchors a fashion collection of basic and fashion leggings, pants, tops, jackets. From the inside out we use the highest performing fabrics and most innovative designs. We believe this approach ensures a perfect fit that is comfortable, holds you close and accentuates the curves while minimizing distractions.

The company is headquartered in New York City and maintains a distribution facility in Indianapolis, Indiana. Wholesale customers include numerous department stores such as Nordstrom, Bloomingdale’s, Lord & Taylor and Dillard’s, specialty retailers such as Amazon, as well as over 1,200 independent boutiques. Additionally, the company also has a fast growing Direct to Consumer (DTC) business via a company owned website (www.Lyssé.com). With significant growth potential, Lyssé has made it a priority to heavily invest in the DTC channel.

POSITION SUMMARY

We are seeking a dedicated Ecommerce Customer Support Specialist to join our dynamic team. In this role, you will serve as the first point of contact for our online customers, providing exceptional support and ensuring a seamless shopping experience across all channels. You will handle inquiries related to orders and products via chat, email, and phone while collaborating with other departments to resolve issues and enhance the overall customer journey. This position encompasses customer service excellence, operational efficiency, and continuous improvement of our automated support systems. You will play a key role in maintaining high customer satisfaction scores, managing our loyalty rewards program, and supporting proactive outreach for order issues. The primary focus is elevating the customer experience on Lysse.com by providing personalized product recommendations and delivering a boutique-like experience for our VIP customers. The ideal candidate will have a love of fashion, a knack for building and maintaining relationships, and a drive to ensure our customers' experience exceeds all expectations. 

Key Responsibilities:

Customer Interaction:

• Respond to customer inquiries via email, chat, phone, and social media in a timely and professional manner.
• Address questions related to order status, product details, returns, and exchanges.
• Interact with giveaway winners to coordinate prize fulfillment and ensure a positive brand experience.
• Communicate proactively with flagged customers regarding order shorts, shipping delays, and other logistics issues.

Order Management:

• Assist customers with order placement, tracking, modifications, and cancellations.
• Ensure accurate and efficient processing of orders.
• Manage the returns and exchange process, ensuring that it is smooth and customer friendly. 
• Process refunds and exchanges promptly.
• Encourage return customers to consider exchanges, helping to retain revenue and increase overall quarterly sales.
• Perform regular cleanup of paused orders in the ERP system to maintain accurate order flow and inventory.

Product Knowledge:

• Become a Lyssé Product Expert to provide customers with an elevated shopping experience surrounded by recommendations. 
• Maintain a comprehensive understanding of our fashion line, including their features, sizes, and availability. 

Performance & Quality:

• Maintain CSAT scores consistently above 4 out of 5 within the customer service platform.
• Moderate AI-generated customer service responses to ensure accuracy and brand voice consistency.
• Assist in building out and improving the automated customer service suite.
• Maintain regular average ticket response SLAs (under 1 business day).

Rewards & Loyalty:

• Manage the Lysse.com rewards system, ensuring optimal point distribution and program functionality.

Team Collaboration & Issue Resolution:

• Communicate website glitches. 
• Investigate and resolve customer complaints and issues, collaborating with other teams as needed to ensure customers are satisfied with the resolution.
• Collect and analyze customer feedback to identify trends and areas for improvement. 
• Assist the Ecommerce team as necessary with individual projects. 
• Share insights with the team to enhance the ecommerce experience.

Requirements

• Strong commitment to providing outstanding customer service and creating a positive shopping experience.
• Polished professional presence and demeanor.
• Ability to work collaboratively with other team members and departments to achieve common goals.
• Ability to make decisions and work with little supervision
• Detail-oriented with strong organizational skills and the ability to manage multiple tasks efficiently.
• Excellent verbal and written communication skills. Ability to convey information clearly and professionally.
• Familiarity with ecommerce platforms and customer support tools. Proficiency in Microsoft Office Suite.
• Experience using Gorgias and Shopify a plus.
• Strong problem-solving skills with the ability to think critically and resolve issues effectively.
• Self-confident, self-motivated, self-starter, flexible, results-oriented and success driven  
• Interest in Fashion

EDUCATION & EXPERIENCE

• Preferred 1 year of experience within specialty retail setting
• Experience within women’s apparel industry a plus